Call Center Officer

• Deadline: Expired

Position: Business Development Call Center Officer

Grade: Officer

Department: Business Development & Marketing department

Reports to: Business development and marketing Manager

Purpose of the Job

To sell Sacco labilities and assets, recruit new members and offer exceptional customer experience.

Duties and Responsibilities

1. Answer incoming calls and respond to customer’s emails
2. Manage and resolve customer complaints
3. Provide product and service information to customers
4. Research required information using available resources
5. Route calls to appropriate resources/departments/Branch.
6. Document all call information according to standard operating procedures
7. Recognize, document, and alert the management team of trends in customer calls.
8. Follow up customer calls where necessary.
9. Upsell/Cross Sell products and services
10. Manage inbound and outbound customer calls in a timely manner
11. Identify customers’ needs and wants, give your best to clarify information
12. Keep records of all conversations in our call center database in a comprehensible way
13. Build strong relationships with customers
14. Meet qualitative and quantitative targets
15. Respond to general marketing enquiries
16. Market Sacco liabilities i.e. member accounts and savings.
17. Market Sacco assets i.e. loans and credit products.
18. Recruit new members; and general customer service.
19. Perform any other duties as may be assigned from time to time.

Minimum Qualifications

1. Degree/KNEC Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
2. Professional training in customer care.
3. Proficient in relevant computer applications
4. Excellent data entry and typing skills
5. Ability to handle stressful situation appropriately
6. Adaptable to different personality types
7. Familiarity with CRM technology is an added advantage.
8. Ability to multi-task
9. Attention to detail, good interpersonal & problem-solving skills.
10. Strong commitment and passion to customer service.
11. Must be able to work in a fast-paced environment.
12. Excellent oral and written communication skills.
13. Must have minimum three years’ practical experience in customer care in a financial institution.

Application process

Detailed job descriptions are available on our website; careers/

Please send your CV and cover letter detailing your experience and qualifications for the job and address it to [email protected] indicating your current and expected remuneration.

All applications should be received on or before Wednesday 19^th February 2025; clearly indicate in the email subject the position for which you are applying for. Please note that only shortlisted applicants will be contacted.